浙江工商大学饭店管理学英文
工商管理专业英语unit8
➢ Plague: v. To cause continual discomfort, suffering, or trable to; to make rather angry 折磨，烦恼；使得灾祸
➢ Compensate: v. To provide (someone or something) with a balancing effect for some loss or something lacking; make a suitable payment for some loss补偿，赔偿，报酬；n.赔偿 金，赔偿费，赔偿物
工商管理专业英语unit8
第一页，共24ห้องสมุดไป่ตู้。
Glossary
➢ utilization: n. making (good) use of 利用；使用 ➢ mesh: v. to connect; be held (together) 接合；相合 ➢ representative: n. a person acting in place of one or more
others 代表；代理 ➢ capital: n. (a sum of) money used for starting a business 资金 ➢ primary: adj. chief; main 主要(zhǔyào)的 ➢ supervisor: n. one who is in charge of a particular
饭店管理专业教学大纲
《饭店管理概论》课程简介课程编码：课程名称：《饭店管理概论》英文名称：《Introduction to Hotel Management》学时：45 理论学时：30实践学时：15先修课程：无主要内容：本课程介绍了现代饭店发展的历史与现状，阐述了饭店管理的基本意识，通过对一些科学的管理方法的学习，使学生掌握运用数学的方法对饭店的一些预发事件做科学的决策。
适用专业：旅游与酒店管理《前厅与客房管理》课程简介课程编码：课程名称：《前厅与客房管理》英文名称：《Front Office andHousekeeping Management》学时：57 理论学时：40 实践学时：17先修课程：《饭店管理概论》主要内容：本课程系统地探讨饭店客房产品的设计、价格管理、销售管理以及客房服务管理、客房设备物资管理和客房经济效益分析等理论问题及管理方法，并从房务管理的实践活动中进行归纳总结，使学生在学习管理方法的同时，掌握前厅与客房两大房务部门的服务方法。
地产。
适用专业：旅游与酒店管理《餐饮管理》课程简介课程编码：课程名称：《餐饮管理》英文名称：《Food and BeverageManagement》学时：54 理论学时：40 实践学时：14先修课程：无主要内容：本门课程在阐明餐饮管理基本原理的基础上，比较系统地论述了餐饮管理的市场营销、经营计划、原材料采购供应、产品生产、产品销售服务、宴会经营和食品展销、产品价格、成本核算与控制等环节的科学管理理论和方法。
适用专业：旅游与酒店管理《旅游经济学》课程简介课程编码：课程名称：《旅游经济学》英文名称：《Tourism Economics》学时：44 理论学时：44实践学时：无先修课程：《旅游学概论》主要内容：本课程运用现代西方经济学、旅游学、管理学等多门学科知识，全面、系统地阐述了旅游经济的基本理论和主法。
主要讲授旅游需求与供给平衡、旅游市场及开拓、旅游价格及策略、旅游消费及效果、旅游投资决策及评价、旅游收入及分配等主要内容。
浙江工商大学专业介绍
浙江工商大学专业介绍工商管理专业(授予管理学学士学位)本专业是浙江省重点建设专业。
培养具备企业管理、经济、法律等方面知识和能力，能在企事业单位及政府部门从事管理以及教学、科研方面工作的工商管理学科高级专门人才。
本专业学生主要学习管理学、经济学和企业管理相关理论，接受企业管理方法与技巧方面的基本训练，具有分析和解决管理问题的基本能力。
学生毕业后可报考本校企业管理学专业硕士研究生。
主要专业课程：企业管理学、财务管理、组织行为学（英文原版）、市场营销学、西方管理理论（英文原版）、人力资源管理、企业领导学、企业战略管理（英文原版）、生产与运营管理、企业管理诊断等。
报考要求：学生应具有较好的语文、数学基础和较强的社会活动能力及创新能力。
择业去向：各种企事业单位、工商企业（公司）、经济管理部门、教学与科研单位等。
市场营销专业（授予管理学学士学位）本专业近年来一直是居全国各地人才需求排行榜前列的热门专业，本校的市场营销专业是一个成熟的老专业，下设现代服务营销、零售经营管理等多个特色培养方向。
主要培养具备管理、经济、法律、市场营销等方面系统知识和专业能力，能在各类企（事）业单位及政府部门从事市场营销管理以及教学、科研等方面工作的工商管理学科高级专门人才。
学生主要学习经济学、管理学等基本理论，并系统接受市场营销原理与实务的全面学习，具有较强的开拓市场与解决营销问题的专业能力。
学生毕业后可报考本校企业管理学专业硕士研究生。
主要专业课程：经济学、企业管理学、市场营销学（英文原版）、市场调研预测学、消费者行为学（英文原版）、营销沟通、营销通路管理、广告学、零售学、现代推销学、营销诊断与策划、国际市场营销学等。
报考要求：学生应具有较好的语文、数学基础和较强的社会活动能力及开拓精神。
择业去向：工商企业（公司）、经济管理部门、教学与科研单位等。
人力资源管理专业（授予管理学学士学位）本专业培养具有人力资源管理、管理学、经济学和心理学等方面的知识和能力，能在工商企业、党政机关（尤其是组织部门与劳动人事部门）与事业单位从事人力资源管理实务的高级专门人才。
(餐饮管理)饭店英语教学大纲
单位“饭店英语-1”课程教学大纲课程编号：G000434-y0127-1课程类型：专业限选学时：64 学分：4.0适用对象：旅游管理专业一、课程性质与任务课程性质：《饭店英语》是高等职业技术学院旅游管理和酒店管理专业的一门专业基础课，是旅游管理学科体系的重要组成部分。
课程任务：本课程适应我国旅游业尤其是酒店业持续发展的需要，旨在提高学生英语交际能力，从而培养业务精通、英语熟练、全面发展的酒店初、中级管理人才。
《饭店英语》是在学生学习了酒店管理专业相关专业基础课程和公共英语基础课的基础上开设的，在学生已经具有了较好的英语基础上，加强专业英语的学习，从而全面提高了学生的专业英语听说读写技能和酒店管理英语表达，为学生进行毕业实习作最后的提高和准备二、课程教学内容及要求、建议：（一）教学内容及要求：1.Unit One Room Reservation 房间预订1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]2.Unit Two Concierge Service 礼宾服务1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]3.Unit Three Check-in 登记入住1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]4.Unit Four Reception Desk 总台服务1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]5.Unit Five Housekeeping 客房服务1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]6.Unit Six Operator 总机服务1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]7.Unit Seven Food & Beverage 餐饮服务1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]8.Unit Eight Bar Service 酒吧服务1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]9.Unit Nine Business Center(Ⅰ) 商务中心(Ⅰ)1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]10.Unit Ten Business Center(Ⅱ) 商务中心(Ⅱ)1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]11.Unit Eleven Health & Recreation(Ⅰ) 康体中心(Ⅰ)1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]12.Unit Twelve Health & Recreation(Ⅱ) 康体中心(Ⅱ)1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]13.Unit Thirteen Shopping Service 购物服务1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]14.Unit Fourteen Convention Service 会议服务4)Situational conversation[1]5)Useful expressions[1]6)vocabulary[1]15.Unit Fifteen Other Services 其他服务1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]16.Unit Sixteen Checkout 结账服务1)Situational conversation[1]2)Useful expressions[1]3)vocabulary[1]（二）教学建议：1、《饭店英语》是一门实用性较强的课程。
lesson 08 Restaurant Management 旅游管理专业英语PPT课件
Restaurant Management
❖ 1. Customers ❖ 2.Business Volume ❖ 3. Product,cuisine ❖ 4. Business Classification ❖ 5. Types of Business, business
❖ The key responsibility of the front of the house is guest satisfaction, with particular emphasis on personal service.
❖ kind of service that should be delivered according what the guest wants and expects.
❖ People in the front of the house, therefore, need to be ready to deal with complaints .
It requires at least two things:
❖ First, must be a willingness to listen sympathetically to a guest’s complaint.
Foodservice is labor intensive which means it employs a high proportion of workers in relation to the number of people it serves.
❖ Every restaurant customer can see: the maitre d’hotel (餐厅领ta班ke )orders and bring
工商管理专业英语unit
The Learning Methods of Business Administration Professional English
• Immersion in English: Learning Business Administration Professional English requires immersion in the language This can be achieved through extensive reading, writing, speaking, and listening practices in English
• Case Analysis of Business Administration Professional English
Overview of Business
01 Administration Professional English
Definition and characteristics
Definition
Business Administration Professional English is a branch of English that focuses on the language and communication needs of business administrators It emphasizes the use of English in areas such as management, marketing, finance, and operations
The Importance of Business Administration Professional English
(餐饮管理)饭店英语参考答案
《饭店服务英语》（第二版）参考答案unit 1Classroom Activity I--- I’d like to reserve several rooms at your hotel.--- I want to reserve three twin rooms and one family suite.--- Can I have your name, please?--- Mary Brown--- Can you give me your telephone number?--- No. 1125 College Road, Haidian District, Beijing.--- When will you be arriving, please?--- three twin rooms and one family suite for three night from Oct. 10th to Oct. 12th. Is that right? --- We are looking forward to seeing you.Classroom Activity II---Good morning. This is Hilton Hotel. Can I help you?--- I would like to reserve rooms at your hotel.---Wait a moment, please. I’ll put you through.--- Room Reservation. Can I help you?---This is International Travel Agency in China. We’d like to rese rve eight single rooms and five double rooms from Sep. 15th to Sep. 20th for an American travel group.---Wait a moment, please. Let me check.. Yes, we have.---How much will be spent for a room?---130 dollars for a single room and 150 dollars for a double.---Does this include food bills?---No. Sorry. It doesn’t.---Do children get discount?---Yes. Children under 12 years old are charged half.---By the way, do we need to pay money for an extra bed?---I’m sorry, sir. We don’t provide extra bed service at present. Is there anything else?---No, thank you.---May I know your name, sir?---Wangping.---It’s all right. Thank you.Part FourII. vacancy, guest, reservation, address, Fax, suite, double room, arrival, waiting list, confirm; III. 1.（F) 2. (T) 3. (T) 4.(F) 5. (T)IV.1. What kind of room would you like?2. I’d like to reserve a presidential suite.3. We have a high occupancy in peak seasons.4. You can reserve rooms by letters, by telephone, by Fax. or by e-mail, we will give you a reply according to the situation.5. Front office is one of the most important departments in a hotel.6. Would you like us to put you on our waiting list and call you in case we have a cancellation?7. I’m sorry our single rooms are occupied, but I can reserve you a double room.8. By the way, May I have a more spacious room?9. We are glad to accept your reservation.10. Good-bye. We are looking forward to your coming.V.当你在饭店注册登记时，饭店会要求你预付定金。
浙江工商大学饭店管理学英文版第二章
Housekeeping Laundry Security
Engineering PBX .
Room Department
(Full Service Hotel)
Resident Manager I/C Rooms
Inventory, Work Orders,
Purchasing, Utilities, Tools
Chief Engineer Assistant Chief Engineer
Supervisor Energy Management
Supervisor Administration
Supervisor Preventative/ Maintenance
To learn the hotel staffing system.
.
Organizing
The process of structuring human and physical resources order to accomplish organizational objectives, involve dividing takes in jobs, specifying the appropriate department for each job, determining the optimum number of job in each department, and delegating authority within and among departments.
Director of Housekeeping Or Executive Housekeeper
《饭店服务与管理英语》Unit 5 Food and Beverage
cup.) • Sir, here is your Mao Tai. By the way, it is best taken in small
• rooms banqueting halls，cafeterias，bars，and cafes. We may say that the food service department of a hotel has become one of its pillars. The Food and Beverage Department staff, such as chefs，waiters and waitresses， bussers and bartenders，can contribute a lot to the reputation of a restaurant.
Part One Speaking and Passage
• Exercises
• Small Group Work • 1 .Questions for comprehension. • (1)How do people describe the Chinese cuisine? • ( 2 ) Can you give the terms of different areas of food service in
• 如果服务员服务迟缓、缺乏热情或不懂哪些饮料配哪些菜肴…… • 饮料与菜肴搭配，可参考本课英译中练习。 • 3.A love for the guests. . .throughout the world. • 热爱顾客，技能娴熟，知识充实，礼仪周到，讲究效率就烹制出一道
工商管理专业英语2 Unit 1经济学
商品价格稳定，市场货源充足。
6. household
Today, fashion designers are household names. 如今，服装设计师们家喻户晓。 household name 家喻户晓的人或事 · household goods/articles家庭用品；日用商品 household garbage生活垃圾；家庭垃圾 household service家政服务 household income家庭收入 household chores家务琐事 household (electrical) appliance家用电器 head of the household 家长，户主
他认为人类有自私利己的天性，因此追求自利并非不道德之事。倘若 放任个人自由竞益，同时有一只“看不见的手（指市场）”使社会资
源分配达到最佳状态。
3.2 Macroeconomics 宏观经济学
It is concerned with the overall performance of the economy . 宏观经济学是研究整个经济的运行。
The Economist 中文网
Unit 1 Economics
第一单元 经济学 1. Glossary (new words)
2. Text
3. Questions 4. Summary
Part I Glossary (Page 3)
1. aspect Climate and weather affect every aspect of our lives. 气候和天气影响我们生活的每个方面。 the financial aspect of the business 财务方面
产业组织国际经济学国际贸易与产业组织国际经济学国际贸易与国际金融公共经济学公共财国际金融公共经济学公共财货币金融学制度经济学农业经济货币金融学制度经济学农业经济发展经济学劳动经济学等发展经济学劳动经济学等132133经济学研究的基本假设134价值悖论水与钻石的价值
饭店管理专业英语(第二版
Unit 1 General Introduction to Hotel Management
TEXT : Classification of Hotels Hotels are classified in accordance with the normally accepted gauges, including guest resources, location, scale and service standards, etc. Such classification is a necessity in that it enables hotels to find their individual position in the market and assists customers with their right choice. Currently, hotels are put into six classes, namely, commercial (short-term) hotel, long-term hotel, holiday inn, motel, airport hotel, and conference hotel. ● Commercial hotel is located in the city center, catering for commercial guests and tourists. It offers high standard of facilities, especially those for commercial purpose. ● Residence or condominium is similar to apartment, and it targets those guests who will stay there long either on business or vacation. It offers suites equipped with living facilities. Hence, it charges only for daily service and involves less management.
工商管理专业BusinessAdministration
专业基础课Major
Courses
(Elementary)
管理统计学Statisticsfor Management
3
市场营销学Marketing
3
危机管理CrisisManagement
2
公共选修课
Public Courses
(Elective)
微积分InfinitesimalCalculus
2
2.5
大学英语8 College Englishlevel8
2.5
实践教学
PracticalTeaching
酒店市场营销策划实训HotelMarketingandPlanningTraining
2
商务谈判实训Business NegotiationTraining
1
学年论文Term Thesis
1
体育4-4 Physical Education4- 4
1
专业基础课Major
Courses
(Elementary)
专业导论ProfessionalIntroduction.
1
管理学Management
3
素质教育课
QualityEducation
大学生礼仪与修养
Etiquette andCultureofCollege students
2
1st Half Total
3
客户关系管理CustomerRelationshipManagement
3
企业运营管理Enterprise Operation Management
3
实践教学
PracticalTeaching
管理学分ManagementCredits
饭店管理概论外语学习材料
《饭店管理概论》学习材料阅读材料1，Introduction of Hospitality Industry （饭店业概述）The origin of hospitality is the cordial and generous reception and entertainment of guests, either socially or commercially.The hospitality industry comprises those businesses that provide services, primarily accommodations, food and beverages, not only to those traveling for pleasure, but also the business traveler. Now it is a large enterprise，known asthe travel and tourism industry or a part of it. Many experts and scholars consider Airlines, bus companies, cruise lines, car rental agencies, amusement parks, tour operators, restaurants, bars and hotels are all part of this industry. The traveland tourism industry is a vast group of business providing necessary or desired products and services to travelers. Travel and tourism has been recognized as the largest civilian industry in the world, employing one out of every ten persons worldwide. （World Travel and Tourism Council Report, 1992）It includes everything arising from the interaction of travelers with the business, governments, and people who make that travel possible. It is the third largest industry.阅读材料2，Kinds and Characteristics of Hotels （饭店种类与特点）A hotel is a commercial establishment providing lodging，and usually meals and other services for public, especially for travelers. It is usually as a general termfor hotels, motels, inns, conference centers and other lodging properties. The characteristics of different hotels are shown below:1. Commercial HotelA commercial hotel implies a property that caters primarily to business clients. They are usually located in a down town or commercial districts, and may be small, medium and large in size. Amenities provided for guests in some properties include free newspaper, morning coffee, free local telephone calls, and computer terminalsin guest rooms. In addition, car rental arrangements, airport pick-up services, coffee shops and semi-formal dining rooms and cocktail lounges may be provided for guests and their business contracts. Most commercial hotels have a number of conference rooms or suites available; group meal service may be furnished. In the lobby area of a commercial hotel a one-day laundry-valet service, uniform service, concierge service, a ticket office, a ticket office, and gift shops for the guest’s convenience may often be found. Swimming pools, health clubs, saunas, and even jogging areas are also sometimes provided on the premises. Although the primary objective of commercial hotels is to serve business travelers, many tour groups, individual tourists, and small conference groups also find these hotels attractive.2. Airport HotelIt is located near airport. Vary widely in size and service level.Typical target markets include business clientele, airline passengers and canceled flights, airline personnel. The guests enjoy significant cost savings and convenience.3. MotelIt is two story or low-rise building, located near highway. It offers medium rangeof services. Pool area is often with shrubbery. The children’s playground is the trademark.4. Suite HotelIt appeals to different market segments. They include professors, engineers, accountants, lawyers and executives. The guestrooms are with living room and a separate bed room. Suites include a compact kitchenette with a refrigerator. Travelers enjoy the comforts of “home away from home”. Some offer complimentary evening reception, breakfast, snack service.5. Residential HotelThey provide permanent accommodations. They are located in urban or suburban area. They afford daily, limited services. The guest quarters include a sitting room, bed room, and small kitchenette. Residential HotelOften provide daily housekeeping, front desk, and uniformed services.A restaurant and lounge may also be located.6. Extended StayThey are similar to suite hotels and designed for travelers who intend to stay five days or longer. The extended stay can meet the needs who require reduced hotel service and not providing unformed services, F&B or guest laundry service and bring more of a homelike feeling to the interior and exterior designs. Room rates are often determined by the length of stay.7. Resort HotelIt is located away from crowded residential areas, in the mountains, on an island, or in some other exotic location. Recreational facilities and breathtaking scenery are typical. It provides extensive food and beverage, valet and room services and special activities for guests （golf, horseback riding）. It shows more leisurely and relaxed atmosphere. Resort Hotel provides enjoyable experiences to encourage repeat business and word-of-mouth recommendations. Activities are arranged for groups of guests by employ social directors who plan, organize, and direct programs.8. Conference CenterThey are designed to handle group meetings and offer overnight accommodation for meeting attendees. Conference Center provide all service and equipment necessary to ensure a meeting’s success. They include audiovisual equipment, multimedia, business centers, flexible seating arrangements and extensive leisure facilities. They are located outside metropolitan areas. Conference Center charges meeting planners a single price.9. Convention HotelConvention Hotel offers as many as 2000 rooms or more. It has a big exhibit hall space, plus ballrooms, assortment of meeting rooms and dining facilities ranging from self-service restaurants or cafeterias to elaborate formal dining rooms. It serves a full line of business service and attracts the convention market and corporate meetings and do not have all facilities needed, but are affiliated witha local convention center.10. LodgeThey offer the guest a medium range of services. The size is usually small, fromten to one hundred units. They are often located in suburban or highway areas. The guest stay can be overnight or several days. A lodgeis associated with a sport, a recreational activity or theme.11. Bed and Breakfast HotelThey are sometimes called B&Bs. The hotel ranges from houses to small commercial buildings. Breakfast is from a simple continental to a full meal. Most offer only lodging and limited food service. The price for a room is generally lower than at full service hotel.阅读材料3，MTG Lodging Star Definitions （美孚旅行指南体系饭店等级标准）The criteria are suggested criteria of what a guest can generally expect at each star level. They are not individually mandated nor are they limited to those items listed. These are merely a representative sampling of the hundreds of points covered during inspection process. At each level the lodging establishment is required to meet or exceed the requirements of the previous star rating.1．One-Star Lodging EstablishmentIt is a limited service in a hotel/motel/inn that is considered a clean, comfortable and reliable establishment.2．Two-Star Lodging EstablishmentA Hotel/Resort/Inn is considered a clean, comfortable and reliable establishment, but also has expanded amenities, such as a full-service Restaurant on Lodging Establishment.3. Three-Star Lodging EstablishmentA Hotel/Resort/Inn which is well-appointed, with a full-service Restaurant and expanded amenities, such as, but not limited to: fitness center, golf course, tennis courts, 24-hour room service, and optional turndown service.4. Four-Star Lodging EstablishmentThe four-star hotel/resort/inn provides a luxury experience with expanded amenities in a distinctive environment. Services may include, but are not limited to: turndown service, 24 hour room service, and valet parking.5. Five-Star Lodging EstablishmentIt provides consistently superlative service in an exceptionally distinctive luxury environment with expanded services. Attention to detail is evident throughout the Hotel/Resort/Inn from the bed linens to staff uniforms.阅读材料4,Three-Star Lodging Establishment in America （美国三星级饭店质量标准）An establishment that is well-appointed, with full services and expanded amenities. Guests at a Three-Star Hotel, Resort or Inn can expect to find all of the qualities for a Two-Star Hotel, Resort or Inn plus the following characteristics: Service detail includes turndown service, valet parking, baggage assistance, same day laundry and dry cleaning, complimentary newspapers are delivered to room, complete room service, workstation, basic fitness equipments, full breakfast.Facilities detail includes on-site store （high quality, major brand，sundry selections）, public phonebook displayed in attractive coverpay-movie selections through television, suite accommodationsGuest room detail is that each guest room has two phones, comfortable desk and chair with telephone and light, insulated ice bucket, glassware in room, mini bar, coffeemaker，ceramic cups and napkins; Pillows are plush and full, no foam; the framed artworks or interesting architectural features exist in room; Excellent lighting is provided in bathroom; Hygienic soap, shampoo and four other bath amenities; Amenities are presented attractively and thoughtfully; Towels are of absorbent quality, with soft nap and no discoloration; Guest room is of generous size, and provides ample seating for more than two persons; Specialized Facility Detail includes Business Center, Spa, pool or fitness center complimentary and tennis.阅读材料5，Functions and Skills of Hospitality Management（酒店管理的职能与技术）Are first-line supervisors really managers? Yes indeed．A manager is a person who directs and controls an assigned segment of the work in an enterprise．Although supervisors often do not have the title of manager，although midlevel managers and top executives in large enterprises may not regard them as part of “the management team，”supervisors have crossed that line from the workers’side to the management side，and they perform the functions of management in their area of control．Then，what are the functions of management?1. The TheoryThe management theory usually list four or five functions and up to 20 major activities that a manager performs．Here are some of the more important ones：（1）Planning：looking ahead to chart goals and the best courses of future action；involves，for example，determining who，what，why，when，where，and how work will be done．（2）Organizing：putting together the money，personnel，equipment，materials，and methods for maximum efficie ncy to meet the enterprise’s goals．（3）Leading：guiding and interacting with employees about getting certain goals and plans accomplished；involves many skills such as communicating，motivating，delegating，and instructing．（4）Coordinating：meshing the work of individuals，work groups，and departments to produce a smoothly running operation．（5）Controlling or Evaluating：measuring and evaluating results to goals and standards previously agreed upon，such as performance and quality standards，and taking corrective action when necessary to stay on course．2. The RealityThere is nothing wrong with management theory；It can be useful, even in a crisis. The problem is how to apply it．In the circus we call the hospitality industry，nothing comes in neat and tidy packages．Managers seldom have control over the shape of their day．The situation changes every 20 to 48 seconds，and the unexpected usually happens．In a hotel you are manufacturing，selling，and delivering a product，all within minutes. You may have 5000 customers one day and 200 the next．You deal with your superiors，you deal with your subordinates，you deal with your customers, all coming at you from different directions. You are interrupted by salespeople, deliveries，inspectors，customer complaints，applicants for jobs．You are likely to have about 15 seconds for many important decisions．In suchcircumstances managers usually react to situations rather than acting on them according to some preconceived plan plotted out in the quiet of an office. Managing becomes the ability to adjust actions and decisions to given situations according to the demands of those situations．It is a flex style of management，calling upon theory, experience，and talent．It is a skill that cannot be taught but has to be developed in supervised experience on the job．It means doing what will be most effective in terms of the three elements involved：the situation，your workers，and yourself．It means developing techniques and applying principles of management in ways that work for you．3. Managerial SkillsManagement at any level is an art，not a science providing exact answers to problems. It Is an art that can be learned，although no one can really teach you. You do not have to be born with certain talents or personality traits．In fact，studies of outstanding top executives have failed to identify a common set of traits that add up to successful leadership，and experts have concluded that successful leadership is a matter of individual style．There are，however, certain managerial skills essential to success at any level of management：technical skill，human skill，and conceptual skill．At lower levels of management，technical and human skills are most important because managers here are concerned with the products and the people making them. Conceptual skill is necessary too but not to the same degree．In top management positions in large corporations，conceptual skill is all-important, and the other skills seldom come into play. All these skills can be developed through exercise，through study and practice，through observati on and awareness of one’s self and others．We will look at them as they apply to supervisors in food-service and hospitality enterprises. Then we will add to the list of skills a fourth essential for managerial success：some personal qualities that will enable you to survive and prosper．（1）Technical SkillThe kind of technical skill useful to you as a supervisor is the ability to do the tasks of the people you supervise．You may not have their proficiency—you may not be able to make a soufflé or operate a hotel telephone system—but you should know what these tasks involve and in a general way know how they are carried out．You need such knowledge to select and train people，plan and schedule the work in your department，and take action in an emergency．Most important，your technical skills give you credibility with your workers. They will be more ready to accept and respect you when they know that you have some competence in the work you supervise.（2）Human SkillsThe skill of handling people successfully is really the core of the supervisor’s job．First in importance is your attitude toward the people who work for you. You must be able to perceive and accept them as human beings．If you don’t—if you think of them as cogs in the wheels of production，or If you look down on them because you are the boss and they scrub floors for a living—they will not work well for you or they will simply leave．They will not let you succeed．You need to establish person—to—person relations with your individual workers．A second ingredient of human skills is sensitivity—the ability to perceive each person’s needs，perceptions，values，and personal quirks so that you can work with each one in the most productive way．A third ingredient is self-awareness．You need to be aware of your own behavior as it appears to others. You also need to be aware of your own perceptions，needs，values，and personal quirks and how they affect your dealings with your workers．Human skills come with practice．You have to practice treating people as individuals，sharpening your awareness of others and of yourself，figuring out what human qualities and behaviors are causing problems，and how these prob1ems can be solved．（3）Conceptual SkillConceptual skill requires the ability to see the whole picture and the relationship of each part to the whole．The skill comes in using that ability on the job．You may need to arrange the work of each part of your operation so that it runs smoothly with the other parts—so that the kitchen and the dining room run in harmony, for instance．Or you may need to coordinate the work of yourdepartment with what goes on in another part of the enterprise．（4）Personal Skills and QualitiesIn addition to managing others, supervisors must be able to manage themselves. This too is a skill that can be developed through awareness and practice. It means doing your best no matter what you have to cope with，putting your best foot forward and your best side out，keeping your cool．It means setting a good example；it means self-discipline．You cannot direct others effectively if you cannot handle yourself．It also means having self-control and supporting your own supervisor even when you personally disagree with a decision or action．Managing yourself also means thinking positively．You need to build a good，strong self-image．You have obligations to yourself as well as to others．Give yourself credit when you are fight；face your mistakes when you are wrong and correct them for the future．You need to know yourself well，including your strengths and weaknesses，to work out your personal goals and values as they apply to your job，to know where you stand and where you are going．In addition to having faith in your own ability to reach goals，you need to believe that employees will perform effectively when given a reasonable chance．You need to realize that you are also responsible for developing your employees through techniques such as coaching and counseling．Another pair of useful personal qualities are flexibility and creativity．No hospitality manager can survive for long without flexibility, the ability to respond effectively to constantly changing situations and problems，to adapt theory to the reality of the moment，to think creatively because there are no pat answers．You must be able to respond to changes in the industry too；y esterday’s solutions will not solve tomorrow’s problems．These again are skills that you can learn and practice；you do not have to be born with them．Lastly, being a supervisor requires high energy levels and the ability to work under much pressure．阅读材料6，Positions of Management（管理职务）（1）饭店总经理（General Manager）The top executive of a property who reports directly to the owner or the owner’s representative. He supervises all hotel divisions, either through a resident or assistant manager, or through division heads.Chain organizations usually have a regional executive supervising the general managers located at the properties.（2）驻店经理（Resident Manager）The resident manager usually serves as the acting general manager.Historically, resident managers lived in t he hotel. Essentially, it was the resident manager’sjob to be available 24 hours a day, seven days week. Now more authority has been delegated to other managers，and resident managers are still responsible for the rooms division.（3）值班经理（Manager-on-duty）A manager-on-duty is appointed to assume overall managerial responsibility.（4）饭店职能分工（Basic Functional Areas）1) 收入部门（Revenue centers，Front-of-the-house areas）The divisions which sell goods or services, generating revenue for the hotel，where guests interact with employees. include the front office, food and beverage, marketing，event and recreation.2) 支持部门（Support centers，Back-of-the-house areas）Interaction between guests and employees，referred to as cost centers. They provide important support, include the housekeeping, accounting, engineering, human resources, security divisions.阅读材料7，Hotel Departments （饭店的职能部门）In a typical hotel organization, the departments are classified into two groups-revenue centers and support centers. The revenue centers include the front office, the food and beverage outlets and any other facility that sell goods and service to guests. The support centers include housekeeping，accounting，engineering and maintenance，and personnel．To help you better understand hotel operations，let’s look at the functions of the most commonly found departments.1. Rooms DivisionThe rooms division contains those departments which play a central role in providing the services expected by guests during their stay. The organization chart for the rooms division of a large hotel，shown in Exhibit 2．4，will give you an idea of the types of positions needed to runthe division，Let’s consider the positions shown on the chart.（1）The Front 0ffice. The most visible area in a property，with the greatest amount of guest contact j is the front office．The front desk f cashier, and mail and information sections of the front office are located in the lobby. The from desk itself is the focal point of activity in the front office because that is where the guest is registered，assigned to a room，and checked out．The actual physical structure of front desks varies widely，and can include straight counters，circular counters，and regular office desks placed in lobbies．The mail and information section of the front office department was once a very prominent section of most properties．In recent years，however，the responsibility for providing guests with information and messages has been divided among the desk clerks, PBX operators, and cashiers，so that a single full—time person is often not required for these duties.Cashiering involves receiving payments and posting charges to guest accoui7ts．In hotels that have point—of—sale terminals (electronic cash registers)，the posting of charges is minimized．Obviously，the busiest time period for the cashier occurs when guests check out of the property. In addition to posting charges and receiving payments，the cashier assumes responsibility for the cash monies used to make change and to cash guests’checks．Thecashier is also responsible for balancing accounts the close of shifts．A recent development in the front offices of some hotels has been The establishment of concierge services．Some 0f the basic functions of a Concierge are found in every type of property．These services might include making theater reservations and obtaining tickets；organizing special functions，such as VIP cocktail parties；and arranging for secretarial and typing services for guests．In a sense，the concierge section is simply an extension of the front office．The difference is the concierge section has more time and knowledge and the ability to specialize in extended guest service. The smaller property，or one without this service，may findthe existing front office staff ca n provide many of the same amenities, in addition to taking care of guests’reservation and room needs．（2）The Telephone DepartmentThe telephone section of the rooms division has a switchboard like that of any large company. However, the PBX(the abbreviation for private branch exchange, and the term used for the switchboard equipment) staff members at a hotel have additional tasks to complete. Telephone calls from potential guests, friends of guests, equipment and supply dealers, the PBX operator may even place outside calls for guests. Long distance toll charges are routed through the switchboard and relayed to cashiers for posting to guest accounts. Although most properties now have semi-or totally automatic wake-up systems, in some hotels telephone operators must still actually make guest wake-up calls.（3）The Reservations Department. The reservations section of the rooms division is charged with responsibility for receiving, accepting f and making reservations for potential and actual guests of the hotel．In addition to the basic duty of handling room reservations，this section must keep exact records regarding the status of guestrooms and make sure that future dates are not overbooked．Close coordination with the sales and marketing department is essential when large groups are booked into a hotel.（4）Uniform Service. Parking attendants，door attendants，porters，limousine drivers，and bellpersons make up the uniform service staff. Out of the entire front office staff，uniform service personnel have the greatest degree of contact with guests．They meet，greet，and help gueststo the front desk and to their rooms．At the end of the stay，they take guests to the cashier，out the front door，and Into their transportation.（5）Housekeeping．The primary front office support department is housekeeping. The fundamental goals of this department are to provide vacant and ready rooms，to clean occupied rooms，and to help the front office keep the status of every room current．(In Chapter 8，you will learn about methods of communication between the front office and housekeeping．) An executive housekeeper is in charge of the department．which often has more personnel than any other department in the rooms division of the property. he executive housekeeper may be assisted by inspectors，room attendants a 1aundry manager?“housemen” and．if the department is large enough，an assistant housekeeper. Some properties may even employ seamstresses and storeroom supervisors．Room attendants，also called maids or floor housekeepers，are assigned to specific sections of the hotel．Each day，the executive housekeeper assigns the room attendants certain rooms to clean within their sections．The quota per room attendant may range from8 to 18 rooms a day depending on the level of service expected，the room size，the tasks required, and the degree of assistance given to the room attendant．If the hotel has its own laundry，its staff takes care of the property’s linens and，frequently，the food and beverage linens as well．In larger properties，the laundry equipment can be quite complicated．It may include folding and ironing machinery in addition to commercial washers and dryers．Technical skills are required to operate the equipment，but automation has simplified the formerly tedious tasks of mixing soaps and detergents.As you can see, in a large property there are many positions with a considerable separation of job duties. That is, the front clerk’s only duties are to check people in and to keep the room rack current. The cashier only handles money, posts charges, and checks people out of the hotel. The mail and information clerk is only responsible for messages, Wake-up calls, giving directions to guests, and filing. Telephone operators work exclusively at the switchboard, and reservations clerks just take reservations and keep reservation records in order. If the property is computerized, each of these employees’ terminal access may be restricted to those areas pertinent to their functions. In some instances, even with shared computer terminals, every employee has an access code that only permits them to enter data for their function.While the same functions are performed in a mid-sized property, there are fewer employees and job duties are typically combined. In this particular organizational structure, the front desk person performs the duties of the receptionist, cashier, and mail and information clerk. The desk person may even have to assume the responsibilities of the telephone operator or the reservationist in their absence. To alleviate the pressure of busy periods，two or three desk clerks may be on duty at the same time．The separation of duties 1S generally not formally declared—rather，each person is assigned the same duties．However the desk clerks may informally decide among themselves that one person will check guests in and handle the telephone，that another will check guests out and post charges，while the third handles reservations，messages，and so forth..The organization of a front office in a small hotel is quite similar to a mid-sized one．The major difference is that in a small property if the desk clerk becomes overburdened，usually 0nly the manager or accountant can provide assistance．In a small hotel，the desk person often performs nearly all the functions with few other staff members to assist. In addition，management is frequently much more involved with the details of the front office operation。
饭店管理实务英语课程教学支持资源
Unit 1: Guest Check-in and Check-out Procedure
I. Check-in procedure
Guest arrives at the hotel.
Guest
without
reservation-walk-in
Guest
with
reservation
Greet a guest and ask him/her whether he/she has a reservation or not.
economic clout in the world
Unit 2: Categories of Hotels
I. Hotels classification according to their locations
Downtown hotel Resort hotel Suburban hotel Motel Airport hotel
7. Security Department addresses concerns ranging from handling hazardous (19) waste to securing the building against any threats and protecting the property / the staff, and their belongings.
Ellsworth Statler Ernest Henderson Conrad Hilton Kenmmons Wilson
Unit 1: Evolution of Hotel Industry
D. Concept of time-sharing E. Travel and tourism contribution to the
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Training
Food & Beverage Department
(Full Service Hotel)
Director of Food & Beverage
Executive Chef
Assistant F/B Director
Service Staff Waiter/Waitress
HVAC, Electric, Water
Plumbing, Electric, Carpentry, HVAC, Painting, Masonry,
Grounds, Television, Upholstery, Pool
Security Department
(Full Service Hotel)
General Manager
Audit
Front Desk
Housekeeping Maintenance
Sales
Departments of a Full – Service Hotel
General Manager
Rooms
Food & Beverage
Human Resource
Marketing & Sales
Front Office Manager
Assistant Front Office Manager
Assistant Manager
Chief Concierge
Receptionist
Cashier
Bell
Boy
Engineering Department
(Full Service Hotel)
Back of the house（后台） including: Engineering, Accounting, Administration and the departments and sectors have few guest contacts.
Departments of a Limited Service Hotel
Director Security
Supervisors
Security Officers
Human Resource Department
(Full Service Hotel)
Director of Human Resource
Personnel Manager
Recruitment
Benefits Payroll
Front Office Manager
Director of Food &
Beverage
Chief Engineer
Director of Sales &
Marketing
Director Security
Controller
Rooms Department
(Full Service Hotel)
To learn the hotel staffing system.
Organizing
The process of structuring human and physical resources order to accomplish organizational objectives, involve dividing takes in jobs, specifying the appropriate department for each job, determining the optimum number of job in each department, and delegating authority within and among departments.
Accounting
Departments of a full – service hotel
General Manager
Assistant General Manager
Resident Manager
Director of Housekeeping
Director of Human
ekeeping Or Executive Housekeeper
Assistant Executive Housekeeper
Floor Supervisor PA Supervisor
Laundry Supervisor
PA Staff Room Attendants
Inventory, Work Orders,
Purchasing, Utilities, Tools
Chief Engineer Assistant Chief Engineer
Supervisor Energy Management
Supervisor Administration
Supervisor Preventative/ Maintenance
Hostess
Sous Chef / Pastry Sous Chef
Front and back of the house
Front of the house (前台) including: Front Office, Food & Beverage Service Sector, Housekeeping, the departments and sectors have regular guest contacts.
Room Division Manager Reservation Front Office
Housekeeping Laundry Security
Engineering PBX
Room Department
(Full Service Hotel)
Resident Manager I/C Rooms
Chapter 2
Organizational Structure
Learning Objectives
To be familiar with the organization of a lodging establishment.
To understand some basic hotel management concepts, e.g. Pattern of Authority, Span and Control.